PRACTICE CRD 3

About the Role

The Patient Care Coordinator serves as the public face of the Practice, collaborating with administrative, clinical, and management teams to support practice operations and customer service recovery. This role provides comprehensive support to all administrative functions, including liaison duties for the Cancer Center and Radiation Oncology, new patient coordination, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing.

The Patient Care Coordinator ensures the maintenance of routine clerical operations and communications, adhering to UCSF House and Telephone Standards while being sensitive to the needs of patients, staff, and providers. This position requires flexibility, problem-solving skills, and the ability to prioritize complex transactions in a dynamic outpatient care environment.

The role contributes to unit efficiency by facilitating accurate information flow between medical staff, hospital departments, and patients. The Patient Care Coordinator may be required to work at any UCSF campus as needed.

Responsibilities

• Act as a liaison for the Cancer Center and Radiation Oncology departments.
• Coordinate new patient intake and manage telephone encounters.
• Handle referrals, APeX in-baskets, scanning, filing, authorizations, and billing.
• Maintain routine clerical operations and communications.
• Adhere to UCSF House and Telephone Standards.
• Provide excellent customer service and facilitate information flow between medical staff, hospital departments, and patients.
• Problem-solve, prioritize tasks, and develop solutions for complex transactions.
• Complete proficiency training within six months, including but not limited to:
  • Referrals (incoming referral entry and handling all referral work queues).
  • Pend orders and smart sets.
  • Schedule surgeries and manage applicable work queues.
  • Messaging (CRM), including 2nd calls and routing patient advice requests to providers.
  • Telephone encounters and MyChart functions (e.g., patient scheduling, letters, pools, check-in/check-out processes).
  • Scanning, filing, and managing patient records (e.g., comment fields, quick notes).

Requirements

• High School graduate or equivalent with four years of related experience; OR college degree and six months of related experience; OR equivalent combination of education and experience.
• Successfully passes fingerprinting protocol and is approved to be a cash collector.
• Strong computer skills, including basic keyboarding and experience with at least two Office-type software programs (e.g., Outlook, Word, Excel).
• Proven ability to navigate multiple patient records systems.
• Able to sit at a computer terminal with telephone headphones for extended periods.
• Ability to analyze situations, prioritize tasks, and develop solutions or recommendations.
• Ability to work with minimal supervision, use good judgment, and work independently under deadline pressure.
• Excellent customer service, communication, and interpersonal skills, both over the telephone and in person.
• Basic math skills.
• Proven ability to interact sensitively and effectively with a wide variety of individuals, including patients.
• Excellent organizational, problem-solving, and writing skills (e.g., composing, editing, and proofing documents).
• Demonstrated administrative/office coordination skills and knowledge of medical practice terminology.

Preferred Qualifications

• Demonstrated experience in healthcare (e.g., medical, dental, or veterinary) in areas such as patient scheduling, insurance verification, medical record data abstraction, or patient financial services.
• Prior experience with appointment, ancillary service, or surgical scheduling, or a combination of all three.
• Bilingual or multilingual capability (e.g., Spanish, Cantonese, Russian).
• Prior experience with EPIC.